Trust & safety
Cancellations and refunds: what you get back and when
Rentsome’s cancellation rules for renters and owners: full refund more than 12 hours before pickup, 50% inside 12 hours, and what happens when an owner cancels.
Plans change. Rentsome’s cancellation rules are fixed and published so both sides know the outcome before anyone books.
Before the owner approves
When you request a booking your card is pre-authorized, not charged. If you cancel before the owner approves, or the owner declines, or the request expires, the authorization is released and nothing is charged. There is no fee.
If the renter cancels after approval
- More than 12 hours before pickup: full refund of what was charged.
- Within 12 hours of pickup: 50% refund.
- After the start time: the booking can no longer be cancelled.
Refunds are issued automatically when the cancellation is recorded and usually appear on your card within 5–10 business days. Any deposit hold is released at the same time.
If the owner cancels
The renter is always refunded in full. If the owner cancels within 72 hours of the start, a 30% cancellation penalty is recorded against the owner’s payouts, and repeated cancellations affect their trust score. Owners should only approve dates they can honor.
What about the deposit?
A cancelled booking has nothing to claim against, so the deposit hold is released when the cancellation goes through. Depending on your bank, the released amount can take a few days to show as available.
Frequently asked
Is the service fee refunded when I cancel?
More than 12 hours before pickup, everything you were charged is refunded, including the service fee and tax. Inside 12 hours, 50% of the charged total is refunded.
Can I cancel an Instant Book booking?
Yes, under the same rules. Instant Book skips the approval step, so the card is charged at booking, and the 12-hour rule applies from the pickup time.
The owner never showed up. What now?
Message them through Rentsome and, if there is no response, contact support@rentsome.app. Owner no-shows are treated as owner cancellations: you are refunded in full and the owner is penalized.
Borrow it from a neighbor instead.
Deposit-protected bookings, priced by the day.
Keep reading
How security deposits work on peer-to-peer rentals
What a rental deposit is, how Rentsome sizes it (30% down to 10% of item value, capped at $2,000), why it is a hold rather than a charge, and when it is released.
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What to rent for a backyard party or small event, how far ahead to book, and how to coordinate pickups when you are borrowing from several neighbors.
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